Service Desk Manager | Portsmouth
Posted 2 days 4 hours ago by Computappoint
Service Desk Manager | Permanent | Portsmouth | £52,000
- Location: Portsmouth
- 5 days on-site (Mon-Fri)
- Salary: Up to £52,000 DOE
As a Service Desk Manager with our Managed Service Provider client, you'll be at the heart of IT operations, leading a dedicated team to provide world-class support to a large financial service customer of theirs. You'll shape the future of the service desk, champion continuous improvement, and ensure every interaction leaves a lasting positive impact. This is your chance to make a real difference, working on-site with a collaborative and innovative team.
What You'll Do:
- Lead with Impact: Inspire, mentor, and manage a Service Desk team, fostering a high-performance culture that drives excellence.
- Deliver Exceptional Service: Oversee daily operations, ensuring incidents and service requests are resolved swiftly, meeting SLAs and exceeding customer expectations.
- Solve Problems Like a Pro: Tackle incidents, identify root causes, and implement long-term solutions to keep systems running smoothly.
- Champion Customer Success: Be the go-to escalation point, building strong relationships with stakeholders and ensuring top-tier satisfaction.
- Innovate and Improve: Leverage ITIL best practices and cutting-edge tools like ServiceNow to streamline processes, boost efficiency, and enhance first-contact resolution.
- Drive Insights: Use data-driven analytics to monitor performance, report trends, and spearhead initiatives that take our service desk to the next level.
What You Bring:
- Leadership Flair: 1-2 years of experience leading IT support teams, with a knack for coaching and mentoring.
- Technical Know-How: Strong knowledge of Windows, Mac OS, enterprise systems, and ITSM tools (ServiceNow, JIRA). Familiarity with networking and hardware troubleshooting skills.
- Customer Focus: Outstanding communication and interpersonal skills, with a passion for delivering exceptional service.
- Cool Under Pressure: Ability to juggle priorities and thrive in high-stakes situations.
- Qualifications: Bachelor's degree in IT (or equivalent experience), ITIL Foundation certification (ITIL 4 preferred), and proven experience in a fast-paced IT support environment.
To be considered, please ensure you complete your application on the Computappoint website.
Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy